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Client Service

Nothing But the Ruth

Late Clients Baffle Me

Here’s something I don’t understand: clients who are late for meetings. They set up the meeting based on their availability, and even confirm it the day before—yet sometimes I find myself sitting in a conference room waiting for them after the ...

Ruth Carter - October 10, 2012

How Hourly Billing Kills Law Firms

Lawyers have been talking about and wrestling with “alternative billing methods” or "alternative fee agreements" for a decade or more. Recently, however, the conversation has shifted to “value billing.” Well, that’s a concept we can get ...

Antigone Peyton - September 25, 2012

Stop Selling Eight-Tracks and Start Unbundling

When was the last time you bought an entire album of music from a single artist? Most of us create playlists with tracks purchased on Apple iTunes from multiple artists and albums. We create exactly what we want to jive with our moods and ...

Stephanie Kimbro - August 27, 2012

Build Your Reputation While Helping Your Community

Let me guess—you don't have time to think about your reputation in your community, much less devote extra hours to volunteer activities. After all, you're already doing a lot for your community by doing what you do best—providing reliable legal ...

Noble McIntyre - August 17, 2012

Step into Your Client’s Shoes

I learned everything I ever need to know about client service the first time I closed a deal on my own. I was a young client, anxiously micro-managing a negotiation that my outside counsel (whom I’ll call Steve) could have mastered in his sleep. ...

Precious Williams Owodunni - June 26, 2012

Things Lawyers Hate to Hear Their Clients Say—and How to Respond

Wrapping up an Attorney at Work week devoted to "This Business of Clients," Edge International's Gerry Riskin takes on the tough one: How to respond to the awkward, infuriating, soul-sucking questions you occasionally get from clients. You know ...

Gerry Riskin - June 15, 2012

When Is a Lawyer Like a Barber?

When it gets right down to it, what lawyers do is all about clients. Those wonderful, awful, charming, annoying, challenging and gratifying people who actually pay you to do your work. So we are declaring it "This Business of Clients" ...

Roy S. Ginsburg - June 11, 2012
When You Need a Do-Over- 5 Ways to Get Your Meeting Back on Track

When You Need a Do-Over: 5 Ways to Get Your Meeting Back on Track

Uh oh. You’re at the start of a meeting or a client presentation and it takes a sharp left turn. Perhaps you misjudged your audience or suddenly you realize you are horrifyingly off topic. Or, more commonly, you may have inadvertently hit a hot ...

Mary Ellen Sullivan - May 21, 2012

Denney’s 20 Marketing Maxims

Every lawyer wrestles with getting and keeping clients. It is, after all, hard stuff! And it’s actually quite normal to constantly wonder: “Where do I start?” “Are we spending enough or too much … on the wrong things?” ...

Bob Denney - March 5, 2012

Client Service: Make It More than a Buzzword

Many firms talk about the importance of cross-selling—or cross-marketing, if you prefer—their clients. The problem is that you must serve the client before you can cross-market to the client. Too many firms fail to realize this and then wonder ...

Bob Denney - February 7, 2012